Support Team Leader (Remote in Africa)

Site Valiantys

About Valiantys

Valiantys is the leading global consulting and services firm dedicated to Atlassian. We accelerate business transformation by digitising processes and modernising teamwork, using the best Agile methods and tools. Our Atlassian technical expertise is unparalleled and we support our customers across the entire spectrum of their projects on those platforms. Because teamwork requires more than just tools, we help them bridge the gap between their applications and strategic practices such as SAFe and ITIL. Over the last 15 years, we have helped in excess of 5,000 customers to achieve their desired business outcomes at a reduced time to value, through improved team collaboration.

Things you’ll be working on

  • Deliver technical assistance to the 24/7 support team
  • Identify knowledge weaknesses
  • Solution customer’s L1 issues that cannot be resolved in a timely manner
  • Improve tools and processes in collaboration with Support Managers
  • Drive Root-Cause Analysis
  • Assist manager for onboarding for new local team members
  • Contribute to CVE analysis

Main Activities

  • Deliver technical assistance to the support team when it’s asked by managers or the team.
  • Deal with critical and complex tickets that cannot be resolved in a timely manner
  • Report statistics on a monthly basis
  • Coordinate root-cause analysis and solutions with regards to complex issues based on SLA commitment
  • Guarantee issues’ smooth running and resolutions.
  • Interface between the team and the client’s VTA (Valiantys Technical Ambassador) or a local consultant
  • Contact client with high level issues in order to communicate progress updates, action plans and resolution details
  • Provide feedback about management issues or suggestions

What you need to be successful

  • Atlassian software suite (Jira, Confluence, Bamboo, Bitbucket …)
  • Database (MySQL, PostgreSQL, SQL Server …)
  • Network & System Administration
  • Script writing in Linux Environment
  • Programming (Java, Javascript, Groovy)

and you are :

  • A Team Player
  • Adaptable
  • A Customer focused
  • Autonomous
  • Organised
  • Proactive

Why you should apply? 

  • People are our biggest asset and we work hard to make sure Valiantys is not only a great place to work, but also provides a platform for you to grow.
  • Ownership: You will have a very strong influence on the Talent Acquisition strategy and will have ownership of your territory
  • Training: We provide the time and budget to help you grow.
  • Flexibility: We understand life is about balance and we provide flexibility and support to help you achieve your life goals.
  • Salary & benefits: We reward our people well for their hard work, plus we have an excellent benefits package.
  • Health insurance
  • Financial participation in your internet subscription
  • Home-Office Program
  • International work environment and a multicultural team
  • Fun activities and get-togethers with the team, free coffee, and tea, because it’s always welcomed!

Pour postuler, veuillez cliquer sur ce lien : jobs.lever.co.

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